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Responding to Challenging Calls

This course will help equip experienced helpline workers to respond confidently and effectively to challenging calls.
When Jan 22, 2019
from 10:30 AM to 04:00 PM
Where London, N7 6PA
Contact Name
Contact Phone 0300 330 7777
Attendees Helpline workers, call handlers, helpline volunteers.
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Challenging calls can take many forms: callers who are frustrated, angry, emotional, abusive or who remain silent. It's essential to understand how to manage the expectations of the caller, their emotions during the call and within the services that your helpline delivers.

On this one-day training course, you'll learn how to respond to and manage the emotions of the caller, how your responses can shape the call and its outcome and how to look after your own wellbeing after a challenging call.

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Page last edited Dec 19, 2018

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